The agent experience is in the midst of a transformation. With new technology like generative AI in place, organizations are now able to automate key responsibilities and shift contact center operations. As leaders lean into these capabilities, they have also taken the opportunity to rethink the agent experience and redefine the role. 

With as few as 7% of contact center leaders stating that AI will definitely lead to job loss, it is clear that the best AI solutions will empower agents, not replace them. As this comes to fruition, leaders must work to understand how the agent experience will shift, what skills will be needed and how organizations can support this transformation is critical to easing the transition.

This session will cover the next-generation agent experience in the age of generative AI. It will also unpack:

• How organizations can empower complex agent performance
• How clear communication can enhance connection across interactions
• Ways to improve the contact center environment to prompt positive change